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BBC consistently disregarding viewers complaints

Messages: 1 - 13 of 13
  • Message 1. 

    Posted by janie (U15892331) on Sunday, 13th October 2013

    The BBC must be the only company who's ethos is 'the customer is always wrong'. Time and again, whenever a BBC spokes person addresses a viewer complaint on Points Of View it is only to tell the viewers that they are wrong and their opinion is invalid. Although I understand that it would be impossible and impractical for the BBC to act on every complaint, surely some issues that keep arising should be dealt with and at the very least complaints should be acknowledged.
    No doubt the BBC would respond to this post with 'the BBC do listen and take viewers complains seriously', followed with example x, y and z.

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  • Message 2

    , in reply to this message.

    Posted by Onslow The Cat (U13672446) on Sunday, 13th October 2013

    The BBC must be the only company who's ethos is 'the customer is always wrong'. Time and again, whenever a BBC spokes person addresses a viewer complaint on Points Of View it is only to tell the viewers that they are wrong and their opinion is invalid. Although I understand that it would be impossible and impractical for the BBC to act on every complaint, surely some issues that keep arising should be dealt with and at the very least complaints should be acknowledged.
    No doubt the BBC would respond to this post with 'the BBC do listen and take viewers complains seriously', followed with example x, y and z. 


    I presume you will be posting similar complaints to all the other UK TV providers on their complaints message boards. And can you add you comments to this thread please so most people can see what you are saying.

    www.bbc.co.uk/dna/mb...

    Thanks and welcome to POV.

    smiley - hug

    smiley - blackcat

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  • Message 3

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    Posted by st3ph3n (U13643748) on Sunday, 13th October 2013

    The BBC must be the only company who's ethos is 'the customer is always wrong'. Time and again, whenever a BBC spokes person addresses a viewer complaint on Points Of View it is only to tell the viewers that they are wrong and their opinion is invalid. Although I understand that it would be impossible and impractical for the BBC to act on every complaint, surely some issues that keep arising should be dealt with and at the very least complaints should be acknowledged.
    No doubt the BBC would respond to this post with 'the BBC do listen and take viewers complains seriously', followed with example x, y and z. 
    I've said this before ....... the BBC assumes that, although many complaints are received about each of many various subjects, the silent majority that don't complain are therefore quite happy with things as they are.
    Too much, and too loud, background music - wobbly, daft camera tricks etc. They're here to stay in spite of the constant complaints.
    If the percentage of POV users that complained (in a survey), was extended to the total viewing audience, there would probably be a few hundred thousand (or more) nationally.

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  • Message 4

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    Posted by technologist (U1259929) ** on Sunday, 13th October 2013

    One issue that regularly occurs on this board is that no one COMPLAINS
    The link is in the right side bar ..
    If you do the BBC has to reply to your point ... And there are all sorts of process to see that the right people respond fully and in giod time.

    As comments are seen widest by senior programme makers ..
    You do get through to more people than you might think.

    Posting here means you may be quoted on POV , and allows your fellow viewers to add their comment ,
    .
    On BGM it takes only 10 complaints to get the item reviewed ...
    And if it fails the production has to remedy it ,,, at their expense
    Or else it will not used again.

    So the BBC does listen and act.
    Also BBC academy is training folk www.bbc.co.uk/academ...

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  • Message 5

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    Posted by Phil-ap (U13637313) on Monday, 14th October 2013

    The BBC must be the only company who's ethos is 'the customer is always wrong'. Time and again, whenever a BBC spokes person addresses a viewer complaint on Points Of View it is only to tell the viewers that they are wrong and their opinion is invalid. Although I understand that it would be impossible and impractical for the BBC to act on every complaint, surely some issues that keep arising should be dealt with and at the very least complaints should be acknowledged.
    No doubt the BBC would respond to this post with 'the BBC do listen and take viewers complains seriously', followed with example x, y and z. 
    I've said this before ....... the BBC assumes that, although many complaints are received about each of many various subjects, the silent majority that don't complain are therefore quite happy with things as they are.
    Too much, and too loud, background music - wobbly, daft camera tricks etc. They're here to stay in spite of the constant complaints.
    If the percentage of POV users that complained (in a survey), was extended to the total viewing audience, there would probably be a few hundred thousand (or more) nationally. 
    People don't complain if they have nothing to complain about. It is only a minority who do. If most people are happy why change things.

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  • Message 6

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    Posted by Bethgem (U14263559) on Monday, 14th October 2013

    People don't complain if they have nothing to complain about. It is only a minority who do. If most people are happy why change things. 

    smiley - grr

    Why oh Why oh Why!

    Most people cannot be bothered to complain! That does not mean that what the BBC broadcasts is generally accepted!

    smiley - grr

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  • Message 7

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    Posted by verityesque (U13912917) on Tuesday, 15th October 2013

    The BBC must be the only company who's ethos is 'the customer is always wrong'. Time and again, whenever a BBC spokes person addresses a viewer complaint on Points Of View it is only to tell the viewers that they are wrong and their opinion is invalid. Although I understand that it would be impossible and impractical for the BBC to act on every complaint, surely some issues that keep arising should be dealt with and at the very least complaints should be acknowledged.
    No doubt the BBC would respond to this post with 'the BBC do listen and take viewers complains seriously', followed with example x, y and z. 
    For the past year or more,the BBC has not allowed any comments on the political blogs in Scotland.
    It is now referred to as "The BBC in Scotland" up here,rather than BBC Scotland.
    It would be interesting to find out how many licence-fee's that the BBC in Scotland has lost over the past year or two.

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  • Message 8

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    Posted by Chris Rogers (U10129711) on Wednesday, 16th October 2013

    That sounds great, technologist, but sometimes you can go all the way to a Trust referral and still get nowhere.

    A year ago I complained formally about the many pointless live reports on news programmes that purport to give us "the latest", i.e. an update to a pre-recorded piece just delivered, yet objectively do not but waste money by keeping a crew on scene for hours. I gave many examples.

    After 10 months of waiting, referrals, and appeals, as well as navigating the BBC's Kafka-esque gatekeeping system, which it is hard not to conclude is designed to throw off complaints, my complaint was refused a hearing by the appeals board on the basis it would not be likely to succeed.

    Meanwhile, last night's BBC London News carried a live "update" of a fatal car crash story - 12 hours after it happened, with the reporter standing on a bridge over the road involved in pitch darkness, which added exactly nothing to the story.

    Good use of licence fee money? You decide. But don't bother complaining.

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  • Message 9

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    Posted by Bethgem (U14263559) on Wednesday, 16th October 2013

    Chris, that is an open and shut case if ever there was one. You open them, they shut them. Simple for them, isn't it, eh?

    I have seen the events you have complained about and I fully agree with you. It is a waste of our money having superfluous reports from reporters and their crews. Not adding to the story at all, as you say.

    The whole complaints procedure on the BBC Complaints Website is designed to put off all who try to make a complaint. It was with your patience and determination that got you as far as you did, and for what? Just to be told that they believe that your complaint would not be likely to succeed. After 10 months too. What do they think they are doing? Shutting the door in your face, that's what.

    No need to even attempt to make a complaint with such people. I have decided.

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  • Message 10

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    Posted by Lee (U1149673) on Wednesday, 16th October 2013

    After 10 months of waiting, referrals, and appeals, as well as navigating the BBC's Kafka-esque gatekeeping system, which it is hard not to conclude is designed to throw off complaints, my complaint was refused a hearing by the appeals board on the basis it would not be likely to succeed.  
    Correct me if I'm wrong, Chris, but you DID receive a formal response to your complaint from the BBC when you first made it, didn't you? Your appeal to the Trust was exactly that - an appeal for the Trust to overturn the BBC's decision and uphold your complaint.

    Having read your complaint and the BBC's response, the Trust decided that your appeal was unlikely to succeed. That is not the same thing as saying the BBC refused to deal with your complaint, which is what your statement appears to be implying.

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  • Message 11

    , in reply to this message.

    Posted by BothXP (U6274173) on Thursday, 17th October 2013

    The key is to remember that just because you put in a complaint it doesn't mean that the BBC are going to agree with you.

    But if enough people do complain about the same issue then they are going to be more likely to pay attention in the long run.

    So I think it's always worth sending in the complaint.

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  • Message 12

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    Posted by dalmatina (U13475252) on Thursday, 17th October 2013

    People don't complain if they have nothing to complain about. It is only a minority who do. If most people are happy why change things. 

    smiley - grr

    Why oh Why oh Why!

    Most people cannot be bothered to complain! That does not mean that what the BBC broadcasts is generally accepted!

    smiley - grr 
    Spot on.

    The principle is very simple.

    The BBC responds to the complainant with a dismissive:

    "We are sorry that you:

    (a) did not enjoy the programme;

    (b) did not appreciate the BBC's presentation.

    However:

    (a) everyone else did, as we've had no other complaints;

    (b) we have to appeal to a broad cross-spectrum of viewers (and they liked it).

    A few replies along the lines of the above in response tto entirely valid comments or complaints, and the complainant gives up.

    Even in these days of the internet, newspaper reports/comments, anecdotal blogs, and adverse publicity supported by hard evidence. the BBC studiously ignores critical comment, and is rarely stung into action.

    So, as I say, it's quite simple: few people bother to complain any more. They just vote with their feet and don't bother to watch/listen.

    Unfortunately, they are still obliged to contribute to the BBC's coffers if they wish to watch live television on other channels at time of broadcast.

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  • Message 13

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    Posted by Lee (U1149673) on Thursday, 17th October 2013

    The BBC must be the only company who's ethos is 'the customer is always wrong'  
    The problem with this argument is that the "customer" is actually millions of individual people with completely different and conflicting points of view. One person's favourite programme is another person's most hated programme. For every person who thinks a programme was biased to the left, there's another who thinks it was biased to the right.

    The BBC certainly does take complaints seriously and every single complaint is judged on its merits - but it would be ridiculous to suggest the BBC should cancel a programme or make a major change because someone complained that they didn't like it.

    Reply to this message 13

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